We are always looking for ways to improve the service we provide you, so if something has gone wrong, please let your adviser know so they can try to put it right.
If you have a complaint about the service you’ve received from the Adviser Business or its Financial Advisers you can contact the Adviser Business’s internal complaints service by phone on 027 413 4097 or emailing us at email@example.com with the heading Complaint - (Your Name).
Please set out the nature of your complaint, and the resolution you are seeking.
We will aim to acknowledge receipt of this within 24 hours and will then record your complaint in its Complaints Register, notify our Licence Holder. We may want to meet with you to better understand your issues.
We will then investigate your complaint and provide a response to you within 10 working days of receiving your complaint. If we need more time to investigate your complaint, we’ll let you know.
If we cannot agree on how to resolve your complaint, you can contact Financial Dispute Resolution Service (FDRS). FDRS are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.
FDRS’s service does not cost you anything and they will help resolve the complaint.
You can contact FDRS:
Phone: 0508 337 337 (International callers +64 4 381 5047)
Website: www.fdrs.org.nz / https://fdrs.org.nz/complaints/make-a-complaint/
In writing to: FDRS, Freepost 231075, PO Box 2272, Wellington 6140